Industry Spotlight: ‘Never underestimate your front line teams. They have more knowledge and ideas than you might think…’
Carolyn Blunt, managing director of Real Results Training Ltd, shares her thoughts on the current state of the call centre industry, the benefits of attending the Call Centre and Customer Services Summit, and explains why bosses will benefit by listening to their front line teams… What led you to carve a career in the […]
5 reasons to make the most out of business networking…
Here at Forum Events, our vast experience of synchronising business has taught us that networking is a highly beneficial method for expanding your knowledge, to become inspired by the success of your peers and to discuss innovative product offerings to potential new clients. That’s why we’ve decided to detail the 5 key assets of business networking to advance your chances of increasing business, as well as raising your industry profile and building […]
Nuance closes TouchCommerce acquisition deal…
The provider of voice and language solutions, Nuance Communications, Inc has announced that it has closed the acquisition of TouchCommerce, a technology partner and leader in digital customer service and engagement solutions in a transaction reported to be worth $215 million. In light of the recent ‘TouchAssist’ launch, TouchCommerce’s customer engagement cloud platform is used by a number of large enterprises […]
Improve your customers’ experience…
Optimising the customer experience delivers significant revenue and performance benefits, yet only 14% of organisations feel they manage the end-to-end journey. Netcall’s integrated customer experience (CX) platform seamlessly manages interactions from start to finish. Deliver information to the right place at the right time, giving your agents a full view of each customer. Creating a […]
eGain an industry leader for engagement solutions…
eGain customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected, knowledge-guided customer journeys in an omnichannel world. Businesses can try our solution in a risk-free production pilot with expert guidance to success. For more information, visit www.egain.com/
Can the omnichannel desktop solution transform the customer experience?
A new eBook developed by the call centre and customer service technology provider, Genesys, details the constant challenge recognised by call centre agents to deliver ‘effortless’ customer service with the inclusion of multiple systems for voice, web chat, mobile, social media, self-service and CRM; meanwhile drawing on the recent research from Accenture which found that 72 per cent of customers terminated their dealings with a […]
Guest Blog, Richard Lane: Managing frequent training in an ever-evolving industry…
durhamlane is a company that is passionate about helping sales and non-sales employees to become the very best they can be. This is achieved through consultancy, training and coaching services – conducting, developing and delivering engaging programmes designed to create a measurable difference. The training blends a mix of theory and practical activities, and all staff are ‘business people first and trainers second’, […]
Industry Spotlight: Customer satisfaction in telecoms industry ‘on the up’, despite remaining the lowest ranked sector…
Continuing the ‘ongoing upward trend’ in satisfaction since 2011, overall customer satisfaction in the telecoms sector has reportedly increased in the last 12 months, according to the UK Customer Satisfaction Index (UKCSI) published by The Institute of Customer Service. The UKCSI, which analyses customer satisfaction levels across 13 ‘key’ industries, has given the UK telecoms sector a customer satisfaction rating of 72.9 out of […]
Genesys predicted to buy Avaya call centre business…
According to reports, the global omnichannel contact centre and customer experience solutions leader, Genesys, is in negotiations to acquire a call centre business that its peer, Avaya, is hoping to sell for an estimated $4 billion. Although sources from both parties are yet to comment on the potential deal, the sale would see Avaya, considered […]
Forum Insight: Tactics to improve your email marketing campaigns…
Although many in the marketing profession have publicly declared the platform of email to be a thing of yesteryear, it’s still evident that a majority brands and sales departments are keen to adopt an effective strategy that will connect an audience and spread the intended message. Taking a standard template, filling in the blanks and […]